The tablet PC, popularised by the Apple iPad, has revolutionised the consumer computing market. A huge demand drove other suppliers to develop similar touch-screen, ultra portable tablet devices, and this in turn gave rise to the explosion of apps and multi-media content.

Many marketing managers barely pay attention to social media until a real crisis hits their brands. At that point, they'll rush into action with no real plan or strategy behind the frantic tweets and Facebook posts they send out in response to the rapid spread of untrue rumours or angry complaints across social networks.

The widespread growth of social networking proves that the ability to reach a multitude of people quickly, instantly and without interruption is a highly attractive proposition for consumers of all ages and backgrounds

Change is afoot in the South African contact centre industry, as savvy companies realise that their customers are communicating with them in new and different ways.